SAP Knowledge Base Article - Public

3793687 - I-9 email notifications sent multiple times after onboarding process restarted - Onboarding

Symptom

Multiple I-9 email notifications are sent for the one same email template within a second after restarting onboarding process.

  • The new hire receives multiple emails from the template with "(ONB) Onboarding Restarted For NH Trigger".
  • The hiring manager receives multiple emails from the template with "(ONB) Onboarding Restarted HM Trigger".
  • The responsible group receives multiple emails from the template with "(ONB) Onboarding Restarted Responsible Group Trigger".

Environment

SAP SuccessFactors Onboarding

Reproducing the Issue

  1. Open the Onboarding dashboard.
  2. Select an onboardee who previously had the process (including compliance process) restarted multiple times.
  3. Restart the onboarding process again.
  4. Observe that a single I-9 email template is sending multiple times within the same second to the new hire, hiring manager, and/or responsible group.

Cause

It's an expected behavior per current design.

Upon restarting, the system detects the number of cancelled I-9 processes for the new hire and triggers the email accordingly:

Email TriggerEmail CategoryAmount of Emails Triggered
(ONB) Onboarding Restarted For NH Trigger(ONB) I9 New Hire CategoryAll cancelled I-9 records
(ONB) Onboarding Restarted HM Trigger(ONB) I9 Hiring Manager CategoryCancelled I-9 records with the latest task triggered before cancellation = Complete Form I-9 Section 1 / Complete e-Signature on Compliance Forms (Section 1)
(ONB) Onboarding Restarted Responsible Group Trigger(ONB) I9 Section2 Responsible Group User Notification CategoryCancelled I-9 records with the latest task triggered before cancellation = Complete Form I-9 Section 2 / Complete e-Signature on Compliance Forms (Section 2)

Resolution

Per current design, system will send multiple emails in the business scenarios where a candidate’s compliance process has been cancelled and restarted many times.

Submit an Enhancement Idea in the Customer Influence portal if this is an important feature/function you would like to see in Onboarding in a future release: 2090228 - How to submit enhancement ideas for SAP SuccessFactors Product.

See Also

Keywords

onboarding, email notifications, duplicate emails, multiple emails, restart onboarding, email template, onboarding restarted, i-9, compliance, hiring manager emails, responsible group emails, notifications sent multiple times, email triggers, active templates, onboarding email duplicates , KBA , LOD-SF-OBX-EML , Notifications , Problem

Product

SAP SuccessFactors Onboarding all versions